Unit 4 Research project on Customer Satisfaction in Easy Jet Airlines

Program	Diploma in Travel and Tourism
Unit Number and Title	Unit 4 Research project on Customer Satisfaction in Easy Jet Airlines
QFC Level	Level 5

Task - 1

Research Proposal

Research title – Customer satisfaction

1.1 Formulate and record possible research project outline specifications.

Introduction and background

Easy jet is British low-cost airlines which operate at both domestic as well as international level. This Airline provides the customer with a low cost flight which provides the opportunity to low cost group to travel internationally. In spite of the increase in the customer the industry is facing customer dissatisfaction. The Unit 4 Research project on customer satisfaction in Easy Jet Airlines here is conducted to check the reason why the industry is facing customer dissatisfaction. For the purpose of the research students are taken into consideration as they often uses the service of the Easy Jet Airways. Customers are the key element to the success of business. Customer satisfaction is important to the business because it provide the markets and business owner the opportunity to grow their business in the long run. The research project will include the study of key elements which are responsible for the customer dissatisfaction.

Aim - The aim of this research is to find the reason which are responsible for the customer dissatisfaction and find the measures to overcome the problem.

Objective- The main objective of this research is

• Identify the factors responsible for the customer dissatisfaction.
• The area of business for which the research is to be conducted.
• Analyze the  reason for the customer dissatisfaction
• Measures to control customer dissatisfaction.
•  Implementing  the measures for customer satisfaction
• Review the implemented measures.
• Draw an effective outcome of the research conducted.

1.2 Identify the factors that contribute to the process of research project selection

Ans. The factors which contribute to the process of research project selection on customer satisfaction are

• For effective functioning of the business
• Develop the product which fulfil the need of the customer
• Effective handling of customer complain
• Changes required in the existing product to meet the customer need.
• Response of the customer on the product
• To identify the problem in the current functioning of the business.

1.3 Undertake a critical review of key references about ‘customer satisfaction’ and ‘influential factors on customer satisfaction’

Ans. Customer satisfaction is about how the existing services of the company helps in satisfying the need of the customer. Many of the time the company does a survey to identify the need of the customer and take the appropriate changes in its current level of activity to satisfy those needs. Customer satisfaction helps the development of business in the long run. Some of the factors which affect the customer are the quality of service which the easy jet is providing to its customer and the value of the service in relation to the price paid for the products. All the services should be delivered to the customer on time. The organization should focus on the convenience that the customer received while using the service of the company. The factors which are to be reviewed for the purpose of customer satisfaction are

• Ease of conducting survey – Since the availability of the student for conducting the survey is easy so there will not be any complexity in conducting the survey. If the research involves complex activity it would be hard to conduct the business and the benefit arrived from it will not fulfil the need.
• Scope- The management should decide the scope within which the research is to be conducted. The  Easy Jet Airways  has large no of customer and conducting research on the entire customer will involve huge cost and complexity. So, the management has chosen the students for the purpose of conducting the survey and makes the decision on the basis of it. The scope should be decided after considering that weather it would facilitate in attaining the desire outcome (White, 2013).
• Time- The research should be done after considering the time which is required for conducting the research. The research involves asking the student what problem they face while using the services of The Easy Jet Airways. The survey should be done within time which is allocated for the project.
• Risk Factor- There is a lot of risk in conducting a research program. If the outcome of the research is not positive it will affect the overall performance of the business. If the data collected or the method used for conducting the survey is not appropriate it will cause a huge loss of resources to the company.
• Cost benefit analyze- Nearly every of the research program involves cost. The management should do the cost benefit analyze for ascertaining the cost involved with the project and the benefit derived from it.

1.4 Produce a research project specification. 

Ans. The research is conducted to examine the factors which are causing the dissatisfaction of the customer of the Easy Jet airways. The research for this purpose is conducted with the students to obtain their opinion on the problem which they faces while travelling with the Easy Jet airways. The research plan includes the factors which causes dissatisfaction among the customer. Analyze the reason why the customers feel dissatisfied with the company service. Create the measures to achieve the customer satisfaction. The company should implement the measures and evaluate the performance of those measures. The research plan generally include

• Research methodology- It includes the method use to collect the data and to reach at the conclusion. The research methodology includes the method used by the management to collect the data and the sampling or other technique used while conducting the research. Here the approach followed to conduct the research is mixed approach which includes the use of both qualitative as well as quantitative measures to conduct the research (White, 2013).    
• Research design- It include the set of instruction which are to be followed while conducting the research for Easy Jet airways. The information generally includes the method used for collecting data and the assumption which are to be followed while conducting the research program.
• Research Strategy- Business strategy  shows how the research is to be conducted. The research is conducted by determining the objective of the research first, and reach at the objective by data collection and data analyzing data by using various tools. The tools used to analyze the data are table, graphs, charts etc.
• Research choice – Research choice includes the choice of method used for conducting the research program as per the requirement of the project. The approach used here for conducting the research is mixed approach where both qualitative as well as quantitative data is used for conducting the research.
• Data collection- Data for the purpose of conducting research is collected from both primary as well as secondary source. The primary sources are the sources where the fresh data is collected for conducting research. It includes interview, questionnaires and conducting survey for the purpose of collecting data. The secondary sources are those where the data is used from the existing sources such as articles, journals, and internet for the purpose of conducting research. The primary sources of the data such as questionnaires and interview will help in collecting the data for the purpose of conducting research on customer satisfaction. The survey should include the set of information which can identify the problem which the customer are facing while using the service of the company. Moreover the secondary data such as books, journals and article can be used for the purpose of analyzing the factors which generally affect the airline business (Waltman & Costas, 2014).
• Analyzing and reporting – The management should analyze the data to draw a conclusion on the research. The reporting of the project should be based on the information which is required by the management (Torres & Tribó, 2011).
• Data sampling – Sampling is generally used when the quantity of data available is very high. The sample should be chosen which is representative of the complete data. The sample which is chosen should be the complete representative of the whole population. The sample should be analyzed to draw a valid conclusion over it.
• Ethical consideration- The data collected for the purpose of the survey should be protected from password to increase security (Nagyova & Pacaiova, 2010).
• Finding and recommendations- The final step is to find the result which is achieved from analyzing the data and the conclusion which can be drawn from the research.

1.5 Provide an appropriate plan and procedures for the agreed research specification.

Ans. The following plan is followed for the purpose of conducting research for the Easy Jet Airways

Action	Starting date	Duration	End date	Explanation
Planning for the project	27th October	4 days	30th October	The plan to conduct the research is made during this period.
Collection of data	31st October	12 days	11th October	The data is collected from primary as well as secondary sources for the purpose of conducting research.
Analyzing the data	12th October	10 days	22nd October	The collected data is analyzed during this period.
Recommendations	23rd October	5 days	28th October	The final result of the research is found during this period and the recommendations are provided at the end of the research.

Task - 2

2.1 Match resources efficiently to the research question or hypothesis.

Ans. The data can be collected for both primary as well as secondary sources for the purpose of conducting research. The data can be collected through, questionnaires, interview, articles, and journals or from the internet.  

Null hypothesis-

• The customer thinks that the ticket of the Easy Jet airways is always unavailable so they don’t prefer to visit the company site while booking the tickets.
• The company is not able to provide service as per the price paid by the customer
• The company is not able to effectively handle the increase in the number of the customer
• The company current capacity is not enough to meet the customer demand
• The staff is not able to handle the customer queries.

Hypothesis and assumption- The question for studying and analyzing the factors which cause dissatisfaction among the customer is as follows-

• The extra facility which they want to be added to company existing product which is not offered by the company.
• Is the customer facing problem with the availability of the ticket.
• Does the staff is not able to handle the queries of the customer.
• The behaviour of the staff is not good.
• The quality of the service is not good .

The researcher should include all the factors which are affecting the customer and should take the appropriate measures to handle customer need. Service price and service quality are the most important factor in airline industry so the company should effectively manage it for attaining the customer satisfaction. These questions will help in effectively managing the service quality and price for the company.    

2.2 Undertake the proposed research investigation in accordance with the agreed specification and procedures 

Ans. For conducting the research investigation requires the use of both primary and secondary data. The data collected from various sources is than analyzed to draw a valid conclusion over it.

Primary data- The primary data requires the collection of fresh data for the purpose of conducting the research program. The information can be collected by conducting the questionnaires and interview from the students and make the decision on the basis of it. The questionnaires require the set of questions which are to be asked from the student for collecting the information on the problem which they are facing while they are using the services of the Easy jet. The data can also be collected by interviewing the student and obtain information on the problem which they are facing while using the company services. For this a set of question are to be prepared and is to be distributed within the student to collect the data for conducting research (Liu, Chou, Gan & Tu, 2015).

Secondary data- The sources of secondary data are collection from articles, journals and from internet. The researcher will use the data which is used by the other organization while encountering the similar business situations. The researcher should collect the information which is required to be conducted a research to find the reason for the customer dissatisfaction. For this purpose a set of questions are prepared and the data is collected for the questions from the secondary sources to draw an effective conclusion over the research (Jafarzadeh Kermani, Tatari, Sameie & Motalebipour, 2015).

2.3 Record and collate required data?

Ans. The researcher has collected the required data from primary as well as secondary sources and has analyzed the data by using the various tools. Based on it the researcher has drawn a conclusion over the research. In the research project the researcher has gone through various stages to study the research project and to bring out result and findings.

Questionnaires

Q1 Gender

• Male
• Female

Q2 Age

• 15-20
• 20-24

Q3 How many times you travel within a year?

• Once
• Twice
• Thrice
• Three or more

Q4 Problem with the availability of the ticket?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q5 Quality of service received while travelling is not good?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q6 customer faces the problem due to delay in flight?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q7 Behaviour of the staff is inappropriate?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q8 Queries of the customers are not effectively handled?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q9 Quality of the food is not good?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Q10 Benefit of the service is not as per the cost?

• Highly agree
• Agree
• Neutral
• Disagree
• Highly disagree

Task - 3

3.1 Use appropriate ‘research evaluation techniques’

Ans. The evaluation techniques used by the researcher are as follows-

• Systematic peer reviews- The peer review involves evaluation of one or more people of similar competence to the producer of work. It requires the comparison of the activity between the organizations which are operating at the same level. It is conducted to improve the quality and improve performance by comparing with the activity of the similar business.  In this project the comparison can be made between easy jet and Ryan air for the purpose of the evaluation of the research. It requires a lot of time to conduct the peer review (Gelling & Engward, 2015).
• Survey and consultations- The technique involves the evaluation of the research by conducting a survey within the customer or by consulting the expert to reach at the outcome. For the purpose of evaluation the researcher will frame a set of questions and based on it conduct a survey within the students. There are many experts who also help in evaluating the research and draw a conclusion over the research.
• Bibliometric Analysis- It is a quantitative method of evaluation in which the quality of the output of the project is decided on the basis of the volume of the output. It involves general comparison between the organizations on each research field.  
• Case study analysis- case study analysis is the widely used measures to evaluate the research. It involves comparing with the similar situation which occurred in the other organization of the similar nature. The comparison can be made by acquiring the data from the secondary sources for the purpose of evaluation (Bongiovanni, 2015). The survey and consultations evaluate technique is the best way for evaluating the research on customer satisfaction. As the data is collected from the public it [provide more appropriate measures as compared to other measures. The researcher has used the evaluation technique to gather information from the students to identify the reason which leads to customer dissatisfaction. It provides both qualitative as well as quantitative measures to obtain the reason of customer dissatisfaction from the large number of people. The evaluation of the project has provided the solution of the problems which was the reason for the customer dissatisfaction (Butani & Ovans, 2012).

3.2 Interpret and analyze the results in terms of the original research specification

Ans.  The researcher has interpreted the analyzed the result on the basis of questionnaires and interview from the students. The interpretation and analyze here is done by the use of different chart.

Question 1

Gender

	Frequency	Percentage
female	25	29.41%
male	60	70.59%
Total	85	100

Question 2

Age

	frequency	Percentage
Age 15-20	20	23.52%
Age 20-24	65	76.48%
	85	100

There are more customer of 20-24 age group as compared to those of 15- 20 . So, the most of the customers using the airline service are generally from 20-24.

Q 3

Number of travels during the year

	frequency	Percentage
Once	45	52.94%
Twice	20	23.52%
Thrice	12	14.11%
Three or more	8	9.41%
total	85	100

Q 4

Problem in the availability of the ticket

	frequency	Percentage
Highly Agree	30	35.29%
Agree	15	17.64%
Neutral	18	21.17%
Disagree	12	14.11%
Highly disagree	10	11.76%
total	85	100

Q 5

Quality of service received is not good

	frequency	Percentage
Highly agree	20	23.52%
Agree	25	29.41%
Neutral	20	23.52%
Disagree	15	17.64%
Highly disagree	5	5.88%
	85	100

Q 6 

Delay in flight

	Frequency	Percentage
Highly agree	30	35.29%
Agree	20	23.52%
Neutral	15	17.64%
Disagree	10	11.76%
Highly disagree	10	11.76%
	85	100

Q 7 

Inappropriate behaviour of staff

	Frequency	Percentage
Highly agree	10	11.76%
Agree	10	11.76%
Neutral	15	17.64%
Disagree	30	35.29%
Highly disagree	20	23.52%
	85	100

Q 8

Improper handling of queries

	Frequency	Percentage
Highly agree	30	35.29%
Agree	20	23.52%
Neutral	10	11.76%
Disagree	15	17.64%
Highly disagree	10	11.76%
	85	100

Q 9

Quality of the food is not good

	frequency	Percentage
Highly agree	5	5.88%
Agree	10	11.76%
Neutral	20	23.52%
Disagree	30	35.29%
Highly disagree	20	23.52%
	85	100

Q 10

Benefit of the service is not as per the cost

	Frequency	Percentage
Highly agree	10	11.76%
Agree	20	23.52%
Neutral	30	35.29%
Disagree	15	17.64%
Highly disagree	10	11.76%
	85	100

3.3 Make recommendations and justify areas for further consideration customer satisfaction in easy Jet or Ryan air?

Findings- The findings of the research project is that the main reason for the customer dissatisfaction are problem in getting the ticket, delay in flight, improper handling of the queries , quality of the service is not good etc. The company should check over these issues to attain the customer satisfaction. The finding of the research include-

• Nearly 60% members are male
• Nearly 65 % of the customer are between 20-24 age group
• Most of the customer are using the  travel and tourism  once in the year
• Most of the people are facing problem in getting the ticket.
• Most of the people face the problem with the quality received.
• The delay in flight is the reason for dissatisfaction among the customer
• The staff behaviour is not much affecting the customer
• The queries of the customer is not properly handled
• Quality of food is not the reason for customer dissatisfaction
• The cost is not the issue for customer dissatisfaction

Task 4

Poster

Recommendations

The research recommends that even the company is providing the low cost service to the customer than also it has to look at certain factors to satisfy the needs of the customer. The aim of the research is to attain the customer satisfaction. So on the basis of findings the company can satisfy the need of the customer. The company should increase the number of its flight to handle the problem of ticket. Moreover, the company should make effort to improve the quality of the services. The management should make the effort to control the delay in flight and effectively handle the queries of the customer.

Conclusion

So it may be concluded that the research project has helped the researcher in gaining information related to customer satisfaction. It also helps in collecting data which is the main part of research project. The project has helped in getting the information related to the factors which cause dissatisfaction among the customer. Through the research project the management has found several factors which were affecting the customer. The management should consider these factors for future business planning.

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